Customer Service Revolution 127: 6 Reasons Your Customer Experience Plummets When Your Business Skyrockets - and How to Avoid or Fix It
Just imagine if unchecked growth led your business to a painful downturn, compromising hiring standards, creating culture clashes, and ultimately causing a significant drop in customer service.
That's what happened to Starbucks, and in this episode of The Customer Service Revolution, we learn from their experience, identifying the crucial lessons about maintaining company culture during rapid expansion and why hiring the right people is critical.
We're hitting hard on the six major culprits behind a declining customer experience: compromised hiring, fast-tracking new employees, increased employee turnover, drops in customer satisfaction, inadequate systems, and culture clashes. Our searchlight is not just on the problems but also shedding light on the solutions. We're addressing how you can refine your interview process, invest in proper training, ensure your employees have the necessary soft skills to deliver excellent customer service, and lead effectively from a distance.
Buckle up as we navigate the turbulent waters of rapid business growth and how you can achieve it without jeopardizing your business.
Here are just a few takeaways:
- The crash and rise of Starbucks due to unchecked rapid expansion that led to a decay of culture, customer experience, and customer satisfaction
- The six pitfalls that cause a decline in customer experience: compromised hiring, fast-tracking new employees, increased employee turnover, drops in customer satisfaction, inadequate systems, and culture clashes
- Strategies for avoiding and remedying these issues such as refining the interview process, investing in proper training, and ensuring employees have soft skills
- The challenge of leading effectively from a distance and the importance of building emotional connections with employees
- Why you need to craft an experience that makes customers feel better about themselves, avoid transactionalizing customer relationships, and have someone dedicated to designing the customer experience
- An examination of Starbucks' experience as a case study for achieving sustainable growth, maintaining business culture during rapid expansion, and avoiding pitfalls that can compromise business culture and sales
- Practical advice on how to supercharge your growth strategy based on Starbucks' lessons learned
Resources mentioned:
thedijuliusgroup.com/the-customer-service-revolution-podcast
thedijuliusgroup.com/project/cx-executive-academy
thedijuliusgroup.com/project/cx-executive-academy-online
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